FAQ’s

Frequently Asked Questions

 

Do I need to do anything before you come to clean?  Do I need to be home while you are cleaning?

Before we come, it would be appreciated if items were picked up off the floor and dressers and counters were not piled with to much clutter.  This allows the cleaning people to clean more thoroughly.  We also ask in the summer months if you could have an air conditioner it could be set at an appropriate temperature.  Most of our customers are not home when we arrive to clean.  However, if you choose to be home while we clean that is not a problem for us.

What hours do you clean? Can I choose the day of my cleaning?

Office hours are Monday – Friday 8:00 a.m. – 4:00 p.m.  We clean between the hours of 7:00 a.m. – 5:00 p.m. We try our best to accommodate your preference of cleaning day. We cannot promise or guarantee a cleaning time on your specific cleaning day, due to: we do not set cleaning time limits; some clients may request additional services; a client may lock us out or cancel unexpectedly. If you ever need a more specific time, call the office the morning of your cleaning and we can give you an expected window of when the cleaning team would arrive to your home.

What kind of guarantee do you offer?

We believe our services will not only meet but exceed your expectations, but also know that when dealing with many different people, we cannot make everyone happy.  If we clean your home and you are not 100% satisfied, please call the office by 11am the following business day and we will discuss the situation and if needed, return to your home to re-clean the area free of charge.  No refunds are given.

For One Time and Move-In/Out Cleanings, we may need to charge additionally if we send the crew back out to clean more areas of your home.

How do you charge for your services?

We charge by the job, not the hour. We provide quotes via phone or email. You can call us at 772-200-4289 or go to our Request A Quote to get a free quote. Initial cleans are higher priced because we clean top to bottom. See our 75 point checklist for details on what is included on initial and maintenance cleanings. 

One Time and Move-In/Out Cleanings can be billed hourly. There is a minimum charge of $210 for any move in/out clean (prices go up based on size/condition etc. of the home)

What types of payment do you accept?

Payment is due at time of service. Keeping accounts receivable low enables us to keep your fee at an affordable price. We accept cash, MasterCard, Visa, Discover or Amex, online payments, as well as bill pay through your bank. (cash, check and bill pay through your bank are a slightly discounted price). If a check is returned as NSF then a $35.00 charge will be assessed.

Regular clients may leave payment the day of service – on the kitchen counter or designated area, in an envelope addressed to Simpler Life Cleaning. If you want, we will provide the envelopes. Payments not provided on the day of service must be received at the office within 5 days or a late fee may be charged.

Non-regular or one time clients must provide a credit card number to the office for payment, or cleaning may not be done. If paying by check it must be pre-paid to the office 2 business days prior to service or cleaning may not be done.

Do you charge a late cancellation or lockout fee?

Because we guarantee hours to my cleaning staff it is important that you provide Simpler Life as much notice as possible if you need to cancel or change a scheduled cleaning.  We require 2 business days notice to make a change or cancel a cleaning.  Cancellations without at least 2 business days notice will result in a $75 late cancellation fee.  Cleanings canceled on the same day of service will result in a fee normal to your regular cleaning rate.

If you cancel a cleaning with less than 2 business days notice, but reschedule within 5 business days of your normal cleaning day, you will not incur a fee.  If you do not reschedule and wait for your next scheduled cleaning, an adjusted rate will apply to your next scheduled cleaning.  This adjusted rate is due to the delay of time between cleanings of your home.  

Lockouts only happen when a client has not supplied us a key or garage code to their home.  Although we don’t require it, we recommend that you provide a garage code.  We take many precautions to ensure that your key/garage code is never lost or misplaced.  If we come to your home and are unable to clean because we were locked out, you will be charged the full regular cleaning rate.  If you reschedule within 5 business days of the lockout, you will not incur a lockout fee.  If you wait until your next scheduled cleaning, an adjusted rate will apply.

Who provides the cleaning products and equipment?

We provide all the products and supplies needed to clean your home.  Should your wish for us to use one of your products, please let us know.  However, we are unable to accept responsibility for those products or their results.  The only thing our staff does not typically bring is a vacuum – we prefer to use client’s vacuums.  This prevents transfer of germs, dirt, allergens, etc., that may escape during normal cleaning, and our clients like this setup.

Do I need to sign a contract?

While we do not have a long-term contract that you need to sign, we do have a Service Agreement that both you and Simpler Life Cleaning Service will sign.  This points out the policies of the company, as well as cancellation policies, and lockouts.  While you may cancel service at any time, two business days notice are required for any cancellations or change to currently scheduled cleanings.  Notice of any cancellation or change to your cleaning schedule must be made by calling the office.  It is the client’s responsibility to notify the office directly of any changes to cleaning services.  New and current clients do have to give a certain amount of notice to cancel services depending on frequency of cleaning.

Can I use you only occasionally?

Absolutely.  Most of our business is based on regular cleanings (weekly or bi-monthly) but if you need us to clean-up before or after a party, need a spring or fall cleaning or are moving to or from a home and need Simpler Life to clean it for you, that is no problem.  Give the office a call to schedule cleaning.  Try Simpler Life Cleaning Service once as a fill-in – We’re confident you’ll love it!

Will I have the same cleaners every time?  How many people clean my home?

We make every effort to send the same team to your home for every cleaning.  When one or both of your cleaning professionals is ill, on vacation or has a day off, we make every effort to send one of the regular cleaners with a substitute.  If we need to send a substitute team, a quality assurance check will also be performed on your home for that cleaning.  We understand the concern of having the same individuals cleaning your home on a consistent basis, but rest assured all of our employees go through an extensive training program to ensure consistent cleaning techniques throughout the entire staff.

A cleaning team usually consists of a 2 person team.  Sometimes we may send a 3rd person with the team if they are training or learning the route.  We may also send a 3rd person if a team has an exceptionally high work load one day or another client on that teams route requested 3 people.  Please keep in mind that having a 3rd person on the team generally speeds up the cleaning, so it’s expected that they would be in your home less time.

What if my scheduled cleaning falls on a holiday?

If your scheduled cleaning falls on a holiday that is observed by our office, we will contact you prior to the holiday to reschedule your cleaning.  The holidays observed by Simpler Life are New Years Day, Martin Luther King Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve (possible whole or half day) and Christmas Day.  

What if something gets damaged during the cleaning process?

Because of the nature of our business, the staff is required to touch virtually everything in your home.  We are as careful as possible; however, if something does get damaged while cleaning your home, the cleaning team will immediately notify the office and complete a damage worksheet.  The owner will make every attempt to contact you immediately to inform you of the accident and determine the best course of action to take.

The most tragic form of damage is that of something irreplaceable either monetary or sentimentally valued.  Rather than be sorry, the safest way to protect these items is to store them away on the cleaning day, or instruct us not to clean such items. Simpler Life is not responsible for damage due to faulty or improper installation of items.  Please inform us if any items in your home require this type of attention.  Examples would be; broken or improperly installed blinds, tiles, curtain rods, loose carpet, pictures not hung with picture frame hooks, etc.

Should I tip my cleaning team?

A tip is neither expected nor required.  If you choose to leave a tip please leave it on the kitchen counter.  A note or filling out the comment card letting them know how well they did will mean a lot.  Anyone just wants to know the work they performed met or exceeded your expectations.

Do you offer gift certificates?

Yes we do!  They make wonderful gifts.  They have been used for birthdays, Mothers Day, Christmas, and Valentines Day just to name a few.  They are available in any denomination with a two hour minimum.  We can send them to you or the recipient.

What if I have a pet?

Pets are not a problem.  But we do need to know if you have them and we would like to have the names for reference.  Also, if any pet is aggressive, we ask that you secure them while cleaning your home.  If they are friendly they are more than welcome to stay out during the cleaning.

What if I want to take advantage of other services while you are at my home during a cleaning?

If you would like any of the life management services provided that Simpler Life offers, just call the office 48 hours prior to your scheduled day. We will let you know the cost for the services you would like, and you can leave payment at the time of the service.  You can also set up regular life management services to occur at the same time as your cleaning, and have a flat rate for everything!